further discussion and CIO/CMO opportunity for Customer Intimacy, Meet Operational Excellence = Innovation – Brad Power – Harvard Business Review
…my latest take on this HBR blog Customer Intimacy, Meet Operational Excellence – Brad Power – Harvard Business Review follows:
Hello again Brad,
In this blog, you’ve mentioned Blue Ocean vs Red Ocean strategies and that you “see three major sources of customer value: operational excellence, customer intimacy, and product leadership. “
My focus on technology business management (TBM) is really that, technology-focused and not IT focused. The base discipline of TBM, IT Financial Management (ITFMA) has in some cases been re-labeled as ITFBM (IT Financial Business Management) but when all is said and done, technology is not limited to IT.
To implement business strategies or successful customer value “sources” requires a focused emphasis on data, process and integration. When looking at an enterprise, he/she who “knows” the data or the process drives the value source for customers (and partners). Likewise, in today’s technology driven-enterprise, integration opportunities exist for both CIOs (cloud) and CMOs (social networks) to lever.
Ultimately, the success of an enterprise’s value to their customers (and partners) and of its overall business strategy (Red, Blue or “Green”) will come down to how well it knows itself in these three areas; data, process and integration.